Job Information
CAI Fidelio Application Support Analyst in REMOTE, Philippines
Fidelio Application Support Analyst
Req number:
R7323
Employment type:
Full time
Worksite flexibility:
Remote
Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
We are seeking a highly skilled and adaptable Senior Analyst, Product Health (Application Support) to join our global IT team. This role is pivotal in supporting and maintaining the health of shipboard and shoreside applications, with a strong emphasis on the OHC (Fidelio) Property Management System. The ideal candidate will bring cruise industry experience, technical depth, and a proactive mindset to ensure seamless operations across our fleet.
Job Description
Position Summary:
We are seeking a highly skilled and adaptable Senior Analyst, Product Health (Application Support) to join our global IT team. This role is pivotal in supporting and maintaining the health of shipboard and shoreside applications, with a strong emphasis on the OHC (Fidelio) Property Management System. The ideal candidate will bring cruise industry experience, technical depth, and a proactive mindset to ensure seamless operations across our fleet.
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Key Responsibilities:
Application Expertise & Support
Serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations.
Provide Tier 2/3 support, troubleshooting complex issues and ensuring timely resolution.
Collaborate with vendors and internal teams to manage escalations and system updates.
System Administration
Provide medium to expert-level support for Windows Server 2022 and workstations.
Perform basic Linux administration tasks (nice to have).
Monitor system performance and ensure optimal uptime and reliability.
Database & Analytics
Utilize SQL Server for diagnostics and support, with a focus on stored procedures and relational database principles.
Analyze incident trends and system performance to identify root causes and improvement opportunities.
Incident & Problem Management
Apply incident management principles to manage and resolve issues efficiently.
Use tools such as ServiceNow and/or PagerDuty for ticketing, escalation, and communication.
Collaboration & Communication
Work closely with shipboard teams, IT, and cross-functional stakeholders to ensure alignment and support.
Communicate clearly and effectively across technical and non-technical audiences.
Continuous Learning & Adaptability
Stay current with emerging technologies and cruise industry trends.
Demonstrate flexibility and a willingness to learn new systems and processes.
Travel & Global Support
Provide support across time zones and geographies.
Be available for occasional travel to ships or offices as needed.
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Qualifications:
Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
Cruise line experience in a similar role is strongly preferred.
Proven expertise in the OHC (Fidelio) Property Management System is essential.
Strong knowledge of Windows Server 2022, workstation support, and basic Linux administration.
Experience with SQL Server, especially stored procedures and relational database concepts.
Familiarity with ServiceNow, PagerDuty, or similar incident management platforms.
Excellent analytical, problem-solving, and communication skills.
Ability to work independently and collaboratively in a fast-paced, global environment.
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Preferred Skills:
ITIL certification or similar process-oriented frameworks.
Experience supporting shipboard environments and hospitality systems.
Multilingual communication skills are a plus.
Reasonable accommodation statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.